Gary,
Are we digging too deep here? There had to be a reason for the nonconformance.
Are you within the PPM requirements for the customer?
Was a new person running the line?
Have you looked at maintenance and set-up records?
What does your
FMEA define?
Are increased audit rates applicable until the root cause is determined?
I guess I am getting to the point of let's get real. Something malfunctioned in your system. It may be training, it may be execution of instruction, it might be a lazy employee.
Whatever the scenario there is a glitch somewhere in the process. I surely can't see or say what it is or whether the person that wrote the C/A was just having a slow day.
What type of traceability do you have?
You could not reproduce the incident, did you request the defective part from the customer so you could perform your own test on the subject part?
Have you visited the customer to determine if the operator had the air ratchet backwards and was afraid to open him/herself to superior review?
There are just so many variables that it is a very hard question to answer.
Please believe me that this is not a dressing down, just an opinion of an old *art.